TransPennine Express ("TPE", "we" or "us") is committed to protecting and respecting your privacy.
We set out here the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we treat it. By visiting www.tpexpress.co.uk ("our site") you are accepting and consenting to the practices described in this policy.
Any information provided to or gathered from our site in the course of providing services to you is controlled by First TransPennine Express Limited. We are registered as a data controller in the United Kingdom with the Information Commissioner’s Office under registration number 09111801.
Information we may collect from you
a) Information you give to us: You may give us information about you by filling in forms on our site or by corresponding with us by phone, e-mail or otherwise. This includes information you provide when you register to use our site, purchase train tickets, enter a competition, promotion or survey and when you report a problem with our site. The information you give us may include your name, address, landline or mobile telephone numbers, fax number, email address and company name, date of birth, photo card ID information, travel preference information, credit or debit card information, booking reference details, contact information relating to how you’d like to be contacted by us and/or selected third parties and departure point and destination details when buying tickets.
b) Information we collect about you. With regard to each of your visits to our site we may automatically collect the following information:
(i) technical information, including the Internet protocol (IP) address used to connect your computer to the Internet, your login information, browser type and version, time zone setting, browser plug-in types and version, operating system and platform;
(ii) information about your visit, including the full Uniform Resource Locators (URL) clickstream to, through and from our site (including date and time), products you viewed or searched for, page response times, download errors, length of visits to certain pages, page interaction information (such as scrolling, click and mouse-overs), and methods used to browse away from the page and any phone number used to call our customer service number;
(iii) advertising information via pixels, or transparent GIF files. These GIF files are provided by our ad management partner, DoubleClick. These files allow DoubleClick to recognise a unique cookie on your web browser, which, in turn, let us know which adverts to show you. The cookie was placed by us, or by another advertiser who works with DoubleClick. This information is anonymous and not personally identifiable. It does not contain your name, address, telephone number, or email address.
c) Information we receive from other sources. We may receive information about you if you use any of the other websites we operate or the other services we provide. We are also working closely with third parties, (including, for example, business partners, sub-contractors in technical, payment and delivery services, advertising networks, analytics providers, search information providers, credit reference agencies) and may receive information about you from them.
2. Our policy is not to require you to share sensitive personal data with us, although we may ask you to do from time to time on a voluntary basis. If you choose to provide us with sensitive personal data, this means you have given (and we accept) your explicit consent for us to use that information for the reasons described in this policy, or as explained at the time you provide the information. Sensitive personal data is data relating to race or ethnic origin, political opinion, religious or other similar beliefs, trade union membership, physical or mental health, sexual life, the commission or alleged commission of an offence or proceedings relating to any offence or alleged offence.
Site performance cookies
This type of cookie remembers your preferences on our site, so you don't have to choose them each time you visit, such as asking us to remember your seat preferences when you travel, or remembering whether you have chatted to us online before. Sometimes we also run tests on our site to determine whether our customers prefer a new feature or option, and anonymous site performance cookies can help us determine if this new feature or option is preferred by our customers so that we can continue to work hard on improving our site for you.
Anonymous analytics cookies
Every time someone visits our site, software that we have selected and which is provided by one or more other organisations generates an 'anonymous analytics cookie' which tell us whether or not you have visited our site before. Your browser will tell us if you have these cookies and, if you don't, we generate new ones. This allows us to track how many users we have, and how often they visit our site. We use these cookies to gather statistics such as the number of visits to any page on our site. If you are logged in, we will also know the details you gave to us for this, such as your name and your email address.
‘Your Account’ cookies
When you register or sign in our site, we generate cookies that let us know whether you are signed in or not. Our servers use these cookies to show you information within Your Account and relating to any journeys you have booked with us.
We use these anonymous cookies to determine the content of advertisements that we show on other websites. When you visit other sites on the web, such as news or information sites, this cookie lets our retargeting providers know when to serve advertisements and what content to show you. These cookies also allow us to know whether or not you've seen an advertisement, and how long it has been since you've seen it.
Other third party cookies
On some pages of our site, other organisations may also set their own anonymous cookies. Because of how cookies work, our site cannot access these cookies. For example, when you share content using a Facebook share button, Facebook will record that you have done this.
Uses made of the information
a) Information you give to us. We will try to let you know at the time of collection how this information will be used. We will use this information:
(i) to carry out our obligations arising from any contracts entered into between you and us and to provide you with the information, products and services that you request from us including billing you and contacting you about your orders;
(ii) to respond to your inquiries or to process your requests in relation to your information;
(iii) to let you know about important changes or developments to the site or our services;
(iv) to provide and personalise our services generally;
(v) to administer records of our subscription services;
(vi) to carry out market research campaigns;
(vii) to provide you with information about other goods and services we offer that are similar to those that you have already purchased or enquired about;
(viii) to provide you, or permit selected third parties to provide you, with information about goods or services we feel may interest you;
(ix) to contact you by post, telephone, fax, SMS or by email (where you have consented to our doing so) to let you know about other products and services that we offer and feel may be of interest, are offered by other companies within the FirstGroup plc group of companies or are offered jointly with or on behalf of other organisations. If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please tick the relevant box situated on the form on which we collect your data; and
(x) to ensure that content from our site is presented in the most effective manner for you and for your computer, making the site easier for you to use and providing you with access to all parts of the site.
b) Information we collect about you. We will use this information:
(i) to administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and survey purposes;
(ii) to improve our site to ensure that content is presented in the most effective manner for you and for your computer;
(iii) to allow you to participate in interactive features of our service, when you choose to do so;
(iv) as part of our efforts to keep our site safe and secure;
(v) to measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you; and
(vi) to make suggestions and recommendations to you and other users of our site about goods or services that may interest you or them.
c) Information we receive from other sources. We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).
Disclosure of your information
a) Business partners, suppliers and sub-contractors for the performance of any contract we enter into with them or you.
b) Analytics and search engine providers that assist us in the improvement and optimisation of our site.
c) Other rail industry bodies including the Office of Rail and Road, Rail North, other Rail Operators, Network Rail, Transport Focus and London TravelWatch, in order to comply with our regulatory obligations and to help resolve complaints or other issues.
d) Agents that we engage to perform functions on our behalf including fulfilling order deliveries, sending customer communications, analysing data, providing marketing assistance, processing payments and providing customer service. They have access to personal information needed to perform their functions, but may not use it for other purposes.
a) In the event that we sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assets.
b) If TPE or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
c) If TPE enters into a joint venture with another business entity.
d) Where we operate a rail franchise we do so under arrangements with the Secretary of State for Transport, Rail North or Scottish Ministers (as appropriate) and the franchise operations may pass to a successor operator. We may disclose your data to the relevant franchising authority or any successor operator and any successor operator may process your data in the same manner as we would be permitted.
e) We may allow carefully selected third parties, including other companies in our group, to contact you occasionally about products and services which may be of interest to you (where you have consented to us doing so). They may contact you by post, telephone or fax, as well as by email. If you change your mind about being contacted by these companies in the future, please let us or them know.
f) Where we retain third parties to carry out promotions and other activities for which you have registered or in which you have otherwise asked to participate.
g) If we are under a duty to disclose or share your personal data in order to comply with any legal or regulatory obligation, or in order to enforce or apply our Terms (www.tpexpress.co.uk/footer/terms-and-conditions/) and other agreements or to protect the rights, property, or safety of TPE, our customers, our staff or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.